SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS Case Study- Sagarmatha Nepalese Restaurant in Vantaa THESIS CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Degree Programme in Tourism May 2012 ABSTRACT CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Unit for Technology and Business‚ KokkolaPietarsaari Date June 2012 Author Abadh Jibi Ghimire Degree programme Degree programme in Tourism Name of thesis SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE
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of an existing customer. Database is formed through the issue of future card and card is of three types silver card‚ gold card and sakthi card. Sakthi card is issued to ladies and this card provides‚ free sugar(1 kg) per month. Customer profitability analysis (CPA) is done on the basis of transactions made through the future cards. o Platinum customers (most profitable). o Gold customers (profitable). o Iron customers (low profitability but desirable). o Lead customers (unprofitable and
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2.1. Customer satisfaction definitions. Customer satisfaction has also been defined by another author as the extent to which a product’s perceived performance matches a buyer’s expectations (Kotler et al.‚ 2002‚ p. 8). According to Schiffman & Karun (2004) Customer satisfaction is defined as “the individual’s perception of the performance of the products or services in relation to his or her expectations” customer satisfaction could be the pleasure obtained from consuming an offer.
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Big Bazaar‚ Karnataka Arts College‚Dharwad Hubli ACKNOWLEDGEMENTS - “Experience is the best Teacher”. But experience is fulfilled only when there is hard work and also good support and cooperation offered by various people that I have been able to compile in this report. It is always wise to appreciate such people who have helped me to complete Internship Program successfully. I express
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Customer Service Research Paper Before I get into further analysis of my own personal experience‚ I am going to explain about different characteristics that are involved in customer service. Most businesses will tell you that quality customer service is the keystone to success. An essential component of outstanding customer service is the possession of a great staff. Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent‚ smaller businesses
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where it has been classified and organized. c. Experiment and research. In the field of science‚ and in practically every other walk of life‚ men are gathering‚ classifying‚ and organizing new facts daily. This is the source to which one must turn when knowledge is not available through “accumulated experience.’ Here. too‚ the creative imagination must often be used. Knowledge may be acquired from any of the foregoing sources‚ It may be converted to power by organizing it into definite plans and
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CUSTOMER PROFITABILITY ANALYSIS: CHALLENGES AND NEW DIRECTIONS Summary This article presents the concept of modifying cost accounting system in order to provide measurements from a customer profitability viewpoint. Most management accounting systems focus on products‚ departments or geographical areas‚ which have little to do with customers. A questionnaire was sent to marketing managers and marketing controllers and interviews with respondents. Much of this article draws on qualitative responses
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CASE 1 : IKEA : FURNISHING THE WORLD SUMMARY IKEA is very well known as the world’s largest home furnishing retail chain which was founded in Sweden back in 1943. Originally started as a mail order company‚ now IKEA has expanded its operation to more than 32 countries having more than 175 outlets. IKEA operates large warehouse showrooms in 16 countries and operates smaller stores in another 9 countries. Germany is IKEA’s largest market followed by the U.S. IKEA’s mission is to “offer a wide
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A study of customer satisfaction with life insurance in Chandigarh tricity. Ads by Google HDFC Life Term Insurance 1 Cr. Life Cover@just रु 24/day. No Medicals upto 75L Cover* Buy Now www.buyhdfcslonline.com Abstract: Over the last few years‚ developments in the insurance sector have resulted in a paradigm shift in the way the business is conducted. Customer servicing today has become the focal point of insurance companies. However‚ there is absolutely no exaggeration in mentioning that the amount
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The Structure of the Equity Research Report Advanced Company Valuation Uppsala U i U l University it Department of Business Studies © Copyright 2005‚ Joachim Landström. All rights reserved L0- 2 The equity research report template Highlights Investment summary y Valuation Business description Other headings Industry description and competitive position Historical financial analysis Estimates Investment risks Disclosures © Copyright 2005‚ Joachim Landström. All rights reserved 1
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